Social media provides an opportunity for companies to interact with customers, improves the design process, and ensures that companies deliver products and services that meet customers’ expectations. Previous studies have conceptualized and debated on the link between social media and firm...

With the growing number of social media users, companies are engaging in social media adoption to take advantage of, and cope with this trend. Previous studies have identified the business value of social media adoption, but few have discussed the influence of social media with detailed usage...